Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called 3 times about problem; 1st time - charged $89.00 trip charge; 2nd time - No Charge; 3rd Time - Called and was told that if the fan was not the problem, I would be charged again to service the system. It still makes the same noise.

  

  Business Response

  Date: 11/26/2024

  I'm not entirely sure what the complaint here is. The information provided here is accurate. We have no problem coming back out to the customers home to do the repair. As stated, if the issue is related to work done by *** Wayne previously there will of course be no charge to the customer. However, if the issue is related to a new problem there will be another charge to fix the new issue. The system is 17 years old and passed its normal life expectancy. We advised the customer of this during both visits. The chance for continued issues is high, that's why we advised the replacement of the system. The customer declined both times. 

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These guys came to my house when my A/C wasn't working. I was told I had a leak in a line. They told me I'd be looking at a $3,000 plus repair so I should buy a new unit. Which was going to be over $8,000 per unit and was looking at possibly doing both units in the house which would have been over $16,000. Thankfully I was denied financing.So I called another company to come out and get a second opinion. With in seconds the technician from the other company found the leak and said "we can fix it today, it's not a big deal".*** wayne didn't even attempt to fix my machine and i was charged over $1523 for a bandaid fix on my unit which was just taking the R22 refridgerant out and replacing with a newer refridgerant.The second company came out, fixed the leaking line, and after finding out what refridgerant was put in my unit by *** wayne technician. They suggested too use a different refridgerant due to the fact that the refridgerant that was replaced, they have noticed didn't work well with the compressors and they had a more efficient refridgerant for my unit that will keep my compressor oiled better. The second company fixed my leak and put a better refridgerant in for a total of $570.

  

  Business Response

  Date: 07/24/2024

  We apologize **************** feels like he had a poor experience with our company. We are unsure where the communication disconnect seems to be coming from. The leak was found in the indoor coil as the attachment he uploaded states. This fix is un-repairable without a replacement of the coil, which was the quoted repair. The leak was so severe in fact that the system was 7Ibs low on freon as the notes suggest. Because of this we recommended full system replacement. HVAC systems are not meant to need freon added. This is a large leak in the system, that's why i was there to give an estimate on a new system, and i discussed all this with the client. Also discussed with the client was the large stack on invoices from the aforementioned company that has seemingly fixed this repair, and how they have been un able to fix it after multiple visits in the past. We provided two options for resolution and he chose to go with another company. That is his prerogative. We didn't add any kind of wrong refrigerant, the original R22 refrigerant hasn't been in production for over 4 years now and this is a blend alternative we put in it at a lower cost to the customer. Our best guess is the other company simply added leak stop to the system as a band aid fix, that from our experience not only doesn't work, but also kills compressors. As work was performed at the customers home and freon was added to the customers machine, which we have no way to retrieve back, there will be no refund given. Thanks. 

  Customer Answer

  Date: 07/25/2024

  Complaint: 22034118
  
  I am rejecting this response because: first the claim of adding a leak stop to my unit is false. As the leak was brazed to fix and the refridgerant that *** Wayne put in my system was recovered and a complete different refridgerant was added. With a fix and new refridgerant added at a fraction of the price.  

  I was trusting that his company had my best interest in mind when the discussions of replacing the units was had. 

  The response of the other company having come multiple times and not being able to fix this issue is not only fraudulent but an udder lie as he nerve once looked at these invoices to assure the issue they addressed previously is the one in question.

  The communication break down happened when I realized the pressure by his company to buy new when it was fixable.  *** Wayne also failed to return calls when trying to contact the company about the issues. I had spoke with ***** and was told I'd receive a call back that has yet to happen.  I was told the service manager would call me back. I advised her that the owner was the one who was last at my house and asked if he was available. Her respond was that "you would have better luck with the manager." 

  Claiming systems aren't supposed to leak and was suggest to buy new, shows the company isn't trying o fix a unit but rather sell you a new one.  

  So I was lead to believe this was what I needed to do.  Again I trusted this company to not take advantage of the situation to push a new unit sale on me. Than was pressured that I have ************************** this large investment wasn't going to be put towards a new unit. 

  When I informed JR that I wasnt able to get the financing, I was told that if i didn't replace them i most likely would not be able to heat my house this coming winter either. 

  This is when I made the decision to get a second opinion. 

  The statements of not being able to recover the refridgerant that was added to my unit wouldn't be an issue if the issue at hand had been professionaly addressed at the time of service. 

  
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/25/2024

  Here is the repair invoice from the other company showing the agregiss cost differance charged by *** Wayne vs the cost of the repair. 

  This shows the repair, the recharge and debunks the assumption of any kind of stop leak being added to my unit!

  

  Business Response

  Date: 07/29/2024

  After reading their invoice I'm even more concerned with the job they did. Not only did they not repair the leak we found in the coil, they simply tightened a valve on the outdoor unit. Meaning you still have a leak in your system fyi. They charged you for more freon you didn't need. M099 is no different that the 421a we used, except the freon we use being 421a is a certified drop in replacement. What this means is your line set doesn't need to be flushed out to use this refrigerant. While M099 can be used as a replacement refrigerant its not a drop in, meaning the system should have had flush run thru it. This is important as freons should not be mixed. Feel free to ****** all this information your self to verify. I apologize for whatever you think has happened, and I assure you we aren't some company trying to scam customers. From where I'm sitting the only money you have thrown away is on a needless repair with ******. It doesn't matter how much cheaper it seems to be if its completely un needed. You still have a leak in your coil that can only be repaired with coil replacement and you'll probably have some new issues from them using M099 and not flushing your system out down the road. As I've said you can look all this up yourself online in this day and age, but as we stand there is no refund to be given. You tried another company as a follow up option to our recommendations and that is what it is. We wish you the best of luck. 

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having issues with my air conditioning unit and called this company to address the issues under warranty. The company came out and said they had found and repaired leaks, they also claimed to add coolant that had been lost. This company charged me $1068,00 for this service. Just a four days later the system stopped working again, I called them and they sent another technician out that said that the unit was no longer under warranty and would need more repairs to resolve the issues, they said the additional repairs needed would be $3896.00. I was feeling uneasy about the request for so much money when the $1000.00 I had just paid them failed to resolve anything. I asked for my money back so I could get a second opinion, which the company declined to provide any refunds.

  

  Business Response

  Date: 08/29/2022

  *** called us out to his property for a no cool on 8-18-2022. I have attached the original invoice in question. Upon arrival my technician found the system to be completely out of freon. My service technician found the leak to be at the service valves at the first time of service. When there is no freon in the system is is difficult if not impossible to find a leak due to there being nothing for our leak detectors to search for. There was evidence that the service valves were leaking however. So my technician ****** replaced the service valves and filled the system with nitrogen to see if there were any other leaks as well as pulled a vacuum. At this point as you can see on the invoice he filled the system with freon and scheduled a follow up call for 1 week later to ensure there where no other leaks, which we could only find with freon in the system. The issue here is that the customer had two leaks in his coil that were so bad it leaked all out again before our follow up visit could take place. My second tech found the leaks in the coil. Unfortunately there is no way to fix holes in a coil so at that point the only option was replacement. As far as the warranty situation, *** is not the original owner of the home so the system that was installed is not warrantied for him, but to the original homeowner. This is not up to us but is decided by ***** themselves as i explained to *** multiple times. All that being said i still tried to work with the customer. The original price of the coil was high as this is a very high efficient system and everything on them is expensive to replace. I still contacted ***** personally to get them to help cover some of the cost of the coil and offered the customer an over $1200 dollar discount from the original price as well as offered to not charge him for freon again, since he already paid my company once for it. This was however not good enough for ***. Im certainly trying to work with this customer to the best of our ability. However his system having leaks in it is not my companies fault. I empathize that we couldn't resolve it in one call but that was known in the first call hence we set up a follow up call, and past all that i understand not wanting to pay for the same thing twice which is why i told *** i would not charge him for freon again and discounted the repair to help him out. Past this there is nothing more i can do for *** *********. I hope we can reach a resolution that i feel i have more than fairly presented to him.